CORRELATION BETWEEN EMPLOYEE ENGAGEMENT AND PERFORMANCE, PRODUCTIVITY, AND EMPLOYEE LOYALTY IN THE CONTACT CENTER INDUSTRY IN METRO MANILA

Dear Respondent,

The undersigned is a doctoral candidate from Polytechnic University of the Philippines – Manila. I am conducting a research titled Human Resource Management Engagement in the Contact Center Industry. This is a course requirement in Doctor in Business Administration, which I am currently pursuing.

May I request that you answer the questionnaire that I may get primary data for my study? Your responses will help in improving the quality of research and will contribute to the further

development of the human resource management engagement in the contact center industry.
Please be assured that the information and responses you provide will be kept confidentially and will be purely treated for academic research purposes.

Thank you very much.


Yours truly,
Junerey Baladhay
Researcher
Name: 


A red asterisk (*) indicates required questions.

  1. Sex*
    Male
    Female


  1. Age*


  1. Civil Status*
    Single
    Married
    Separated
    Widow/er


  1. Total Number of Years Working as an Agent (CSR/TSR)*
    1
    2
    3
    4
    5
    6
    7
    8
    9
    10
    11
    12
    13
    14
    15
    16
    17
    18
    19
    20


  1. Current Contact Center Company You Are Working with*
    Concentrix
    Teleperformance
    Alorica
    Sitel
    Sykes
    StarTek
    VXI
    Sutherland
    Telus
    Acquire
    Others


  1. Number of Years Working in Your Current Company*


  1. Other Contact Center Companies You Had Worked with.
    Please select a maximum of three.
    Skip question if no previous contact center experience.*
    Atos Philippines
    Citigroup
    Cognizant
    Conduent
    Convergys
    Concentrix
    ePerformax
    Genpact
    Global Payments
    Hinduja Global Solutions
    IBEX Global
    Infosys
    JP Morgan Chase
    Optum Global
    Sitel
    SPI CRM
    StarTek
    Sterling Global
    Sykes Asia
    Task Us
    Tech Mahindra
    Teleperformance
    TeleTech
    Telstra
    Telus
    Transcom
    Transcosmos
    VXI
    WellsFargo
    24/7
    Others


  1. Number of Years Working in Your First Contact Center Company*


  1. Number of Years Working in Your Second Contact Center Company*


  1. Number of Years Working in Your Third Contact Center Company*


  1. Highest Educational Attainment*
    High School / Senior High School
    College Level
    College Graduate
    Master/Graduate


  1. Track/Program/Course*


  1. Name of School*


  1. Number of Training/Seminars Attended in the Last Six Months*


  1. Your Work Location*
    Makati
    Mandaluyong
    Muntinlupa
    Parañaque
    Pasay
    Pasig
    Quezon City
    San Juan
    Taguig


  1. How do you assess the level of employee engagement in terms of meaningful work?

    Autonomy (empowered to make decisions on his/her own)*
    Highly Engaging
    Engaging
    Somewhat Engaging
    Less Engaging
    Not Engaging


  1. How do you assess the level of employee engagement in terms of meaningful work?

    Motivational Fit (personal values match corporate culture)*
    Highly Engaging
    Engaging
    Somewhat Engaging
    Less Engaging
    Not Engaging


  1. How do you assess the level of employee engagement in terms of meaningful work?

    Teamwork and Collaboration (can easily help a teammate in need)*
    Highly Engaging
    Engaging
    Somewhat Engaging
    Less Engaging
    Not Engaging


  1. How do you assess the level of employee engagement in terms of meaningful work?

    Increase Time and Improve Engagement. (able to do projects outside job function {for new ideas} or activities related to corporate social responsibility)*
    Highly Engaging
    Engaging
    Somewhat Engaging
    Less Engaging
    Not Engaging


  1. How do you assess the level of employee engagement in terms of meaningful work?

    Cross-training Opportunities (ability to handle different positions/teams)*
    Highly Engaging
    Engaging
    Somewhat Engaging
    Less Engaging
    Not Engaging


  1. How do you assess the level of employee engagement in terms of meaningful work?

    Continuous Improvement (work is easier with the use of technology)*
    Highly Engaging
    Engaging
    Somewhat Engaging
    Less Engaging
    Not Engaging


  1. How do you assess the level of employee engagement in terms of meaningful work?

    Gives Purpose. (work output contributes to greater good)*
    Highly Engaging
    Engaging
    Somewhat Engaging
    Less Engaging
    Not Engaging


  1. How do you assess the level of employee engagement in terms of hands-on management?

    Clear, Transparent Goals (goals are written down and shared freely)*
    Highly Engaging
    Engaging
    Somewhat Engaging
    Less Engaging
    Not Engaging


  1. How do you assess the level of employee engagement in terms of hands-on management?

    Goal Dependent (discuss goals consistently)*
    Highly Engaging
    Engaging
    Somewhat Engaging
    Less Engaging
    Not Engaging


  1. How do you assess the level of employee engagement in terms of hands-on management?

    Coaching and Mentoring (ability to understand people’s strength and help build it.)*
    Highly Engaging
    Engaging
    Somewhat Engaging
    Less Engaging
    Not Engaging


  1. How do you assess the level of employee engagement in terms of hands-on management?

    Invest in Management Development (continuous focus in building new leaders)*
    Highly Engaging
    Engaging
    Somewhat Engaging
    Less Engaging
    Not Engaging


  1. How do you assess the level of employee engagement in terms of hands-on management?

    Modern Performance Management (does not focus on ranking and rating)*
    Highly Engaging
    Engaging
    Somewhat Engaging
    Less Engaging
    Not Engaging


  1. How do you assess the level of employee engagement in terms of hands-on management?

    Feedback (continuous discussion on performance and sets plan of action)*
    Highly Engaging
    Engaging
    Somewhat Engaging
    Less Engaging
    Not Engaging


  1. How do you assess the level of employee engagement in terms of positive work environment?

    Flexible Work Arrangement (has easy access to accomplish work requirements)*
    Highly Engaging
    Engaging
    Somewhat Engaging
    Less Engaging
    Not Engaging


  1. How do you assess the level of employee engagement in terms of positive work environment?

    Humanistic Workplace (creates elements of making work fit into employee’s life)*
    Highly Engaging
    Engaging
    Somewhat Engaging
    Less Engaging
    Not Engaging


  1. How do you assess the level of employee engagement in terms of positive work environment?

    Culture of Recognition (tools that give people points or kudos to reward others)*
    Highly Engaging
    Engaging
    Somewhat Engaging
    Less Engaging
    Not Engaging


  1. How do you assess the level of employee engagement in terms of positive work environment?

    Friend at Work (creates a culture of ‘malasakit’ and healthy competition)*
    Highly Engaging
    Engaging
    Somewhat Engaging
    Less Engaging
    Not Engaging


  1. How do you assess the level of employee engagement in terms of positive work environment?

    Inclusive, Diverse Work Environment (people comfortable being themselves)*
    Highly Engaging
    Engaging
    Somewhat Engaging
    Less Engaging
    Not Engaging


  1. How do you assess the level of employee engagement in terms of positive work environment?

    Transparency in Job Promotions (gives opportunities to qualified employees)*
    Highly Engaging
    Engaging
    Somewhat Engaging
    Less Engaging
    Not Engaging


  1. How do you assess the level of employee engagement in terms of positive growth opportunity?

    Training and Support on the Job (formal/informal developmental assignments)*
    Highly Engaging
    Engaging
    Somewhat Engaging
    Less Engaging
    Not Engaging


  1. How do you assess the level of employee engagement in terms of positive growth opportunity?

    Facilitated Talent Mobility (gives freedom to try something new and move)*
    Highly Engaging
    Engaging
    Somewhat Engaging
    Less Engaging
    Not Engaging


  1. How do you assess the level of employee engagement in terms of positive growth opportunity?

    Leaders Develop People (rewards leaders in moving people into the best role)*
    Highly Engaging
    Engaging
    Somewhat Engaging
    Less Engaging
    Not Engaging


  1. How do you assess the level of employee engagement in terms of positive growth opportunity?

    Self-directed, Dynamic Learning (gives flexibility on learning styles)*
    Highly Engaging
    Engaging
    Somewhat Engaging
    Less Engaging
    Not Engaging


  1. How do you assess the level of employee engagement in terms of positive growth opportunity?

    High Impact Learning Culture (continuous programs for development)*
    Highly Engaging
    Engaging
    Somewhat Engaging
    Less Engaging
    Not Engaging


  1. How do you assess the level of employee engagement in terms of positive growth opportunity?

    Working Closely with Cross Functional Teams (ability to coordinate with others)*
    Highly Engaging
    Engaging
    Somewhat Engaging
    Less Engaging
    Not Engaging


  1. How do you assess the level of employee engagement in terms of positive growth opportunity?

    Individual Developmental Planning (creates concrete action steps to achieve career plans)*
    Highly Engaging
    Engaging
    Somewhat Engaging
    Less Engaging
    Not Engaging


  1. How do you assess the level of employee engagement in terms of positive trust in leadership?

    Mission and Purpose (defines success through the eyes of stakeholders)*
    Highly Engaging
    Engaging
    Somewhat Engaging
    Less Engaging
    Not Engaging


  1. How do you assess the level of employee engagement in terms of positive trust in leadership?

    Continuous Investment in People (spends money in learning and development)*
    Highly Engaging
    Engaging
    Somewhat Engaging
    Less Engaging
    Not Engaging


  1. How do you assess the level of employee engagement in terms of positive trust in leadership?

    Transparency and Honesty (manages and truth in different ways)*
    Highly Engaging
    Engaging
    Somewhat Engaging
    Less Engaging
    Not Engaging


  1. How do you assess the level of employee engagement in terms of positive trust in leadership?

    Inspiration and Credibility (‘walks the talk’, keeping promises, and working with integrity)*
    Highly Engaging
    Engaging
    Somewhat Engaging
    Less Engaging
    Not Engaging


  1. How do you assess the level of employee engagement in terms of positive trust in leadership?

    Open Communication (no hesitation in communicating with leaders when
    necessary)*
    Highly Engaging
    Engaging
    Somewhat Engaging
    Less Engaging
    Not Engaging


  1. How do you assess the level of employee engagement in terms of positive trust in leadership?

    Regularly Meet with Teams (provide feedback and shows genuine care)*
    Highly Engaging
    Engaging
    Somewhat Engaging
    Less Engaging
    Not Engaging


  1. do you assess the outcome of your company’s employee engagements in terms of your performance for quality?

    Please indicate your QA score in percentage.*


  1. How do you assess the outcome of your company’s employee engagements in terms of your performance for customer satisfaction?

    Please indicate your CSAT score in percentage.*


  1. How do you assess the outcome of your company’s employee engagements in terms of your performance for net promoter score?

    Please indicate your NPS in percentage.*


  1. How do you assess the outcome of your company’s employee engagements in terms of your performance for first contact resolution?

    Please indicate your FCR in percentage.*


  1. How do you assess the outcome of your company’s employee engagements in terms of your performance for commendation?

    Please indicate your commendation in percentage.*


  1. How do you assess the outcome of your company’s employee engagements in terms of your productivity for handle time?

    Please indicate your AHT score in percentage.*


  1. How do you assess the outcome of your company’s employee engagements in terms of your productivity for service level?

    Please indicate your SL score in percentage.*


  1. How do you assess the outcome of your company’s employee engagements in terms of your productivity for attendance?

    Please indicate your attendance score in percentage.*


  1. How do you assess the outcome of your company’s employee engagements in terms of your productivity for adherence?

    Please indicate your adherence score in percentage.*


  1. How do you assess the outcome of your company’s employee engagements in terms of your productivity for after call work?

    Please indicate your average ACW in percentage.*


  1. How likely will you refer your friends to work in your company?*


  1. How do you appreciate your job as an agent?*


  1. What are the suggestions you provided to improve your company?*


  1. Do you have a sense of belongingness in your company? Please briefly explain.*
Junerey Baladhay